LOFTReviews of loft.com

I purchased a pearlized bow bag charm in November of 2025 online as a Christmas gift. Yesterday it broke. I emailed The Loft customer service dept. They responded by saying because it’s over their 30 day return policy period, they can only offer to honor the price I paid originally if I wanted to re-order the item. Not even an apology for the broken charm. I would think they would stand behind their merchandise. I won’t be ordering from them anymore.

Your customer service hold times are totally ridiculously long. I wont be shopping w you guys any longer. What a colossal waste of my time. Been on hold for 26 minutes!!!! This is A HORRIBLE WAY TO TAKE CARE OF YOUR CUSTOMERS.

Great High waist crop .. 10/10

This is unbelievable, I once had a loft card,(paid off) I use to love Loft, I tell you what after reading these reviews, total shame, nothing is definitely the same about Loft. I have been trying to place an order for the last week or longer, and it continues to come back and say I can’t place it………it’s become a scam for sure!!

There's no option to give a zero rating orelse that would have been my first choice. I should have checked about online order reviews here before placing my order. My order is still missing and tracking shows received by the agent!!. And the customer support said it would reach the very next day. I don't understand what's going on and whom I should ask for a refund. Such irresponsible customer care agents. And its highly impossible to get to speak to an actual agent. In my case , I think they have even blocked my number! Once the status showed " returned to the agent". I am totally cut off from the customer support team. My sincere advice to all. Kindly stay away from online purchases from this store.

Sizing of the item was wrong. And retuning the item is such a hassle. I have called 4 times and tried their chat and everytime and left disconnected or waiting for an hour plus before being hung up on. Customer service is shocking

Loft has GONE TO CRAP. The Knitwell Group owns them now and they are PATHETIC. Loft is slower to ship than ever, and many times they fail to even ship what you ordered - you never receive it!!! Customer service is WORTHLESS and is the worst on the planet. I sent an email today 4/29 asking when my order will ship. They responded saying “it’s scheduled to ship 4/26”. TODAY IS THE 29th!!! And chatting with Carlos online was a joke. I asked about a missing skirt and he responded about a shirt!! The first person I tried to chat with didn’t even answer me!!! KNITWORTH GROUP YOU ARE PATHETIC AND HAVE RUINED LOFT!! I am cancelling my Loft card and never shopping there or at Ann Taylor again!!

Terrible customer service. I wanted to return my items to the store but when I went to the store they said they could not take my return. I called customer service and they sent me a label and said they would waive the return fee due to inconvenience of first going to store. After waiting a couple weeks from when my return was received by them per UPS, still no refund. I called loft again and, after waiting on hold over 15 minutes, received a partial refund. I was then referred to another group for my remaining refund. I waited but still no refund. I called again and waited over 15 minutes again for someone to help me. I was told I would get my remaining refund. I received an email that I was refunded an amount that was less than the total amount of the items. They kept the tax on my items plus an extra 10 bucks. I am totally pissed off now. Never shopping at this company again.